Essential Audits for Proactive Electronic Resources Troubleshooting and Support

This study reports on a series of “essential audits” implemented by technical services personnel at Georgia Southern University to provide proactive troubleshooting of electronic resources. Design/methodology/approach: These “essential audits” include bi-weekly link tests in the library’s A-Z database list, quarterly book and link asset tests in LibGuides and rolling authentication audits of link resolver records. Taken together, these techniques help to reduce access issues before they arise, improving overall provision of access. Findings: Since implementing these “essential audits,” Georgia Southern has seen reductions in troubleshooting requests related to database-level authentication and access, as well as reductions in link-level troubleshooting requests originating from the library’s LibGuides platform and article-level troubleshooting requests originating from the link resolver. Practical implications: Findings recommend implementation of regular audits pursuant to proactive troubleshooting of electronic resources and improved overall provision of access. Originality/value: This case study contributes to the recent literature and discourse on electronic resource access troubleshooting by highlighting simple, proactive auditing techniques.